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The productive and happy agent: performance and positive emotions at call centres

Author

Listed:
  • Danilo Garcia
  • Max Rapp Ricciardi
  • Trevor Archer

Abstract

The present study used a randomised trial design to address the question whether reporting performance is related to positive emotions at work. A total of 107 call centre agents were assigned to two conditions in which they either reported their performance for the past six-month before or after reporting their experience of different emotions at work. Agents who first reported their performance over a six-month period reported experiencing more positive emotions at work than those who reported their emotions first and their performance afterwards. The results suggest that thoughts about their own performance had a positive influence on positive emotions at work.

Suggested Citation

  • Danilo Garcia & Max Rapp Ricciardi & Trevor Archer, 2015. "The productive and happy agent: performance and positive emotions at call centres," International Journal of Happiness and Development, Inderscience Enterprises Ltd, vol. 2(1), pages 84-90.
    • Handle: RePEc:ids:ijhdev:v:2:y:2015:i:1:p:84-90
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